Shelby's Legendary Shawarma — Restaurant in Markham

It was good until...

Been here multiple times since it's opening

Nice addition to the local food scene, decent variety, well priced, good flavours

I've tried the wraps, bowl, fries, onion rings, bites box, samosas, stuffed grape leaves, bacon and cheese manaeesh

This Order

Legendary Brotein Shelby's Wrap

Pros

enjoy the great bread like that the wrap is briefly placed on an open flame before being put on the press decent amount of protein

Cons

the fillings get masked by the sauce the turnip is not as flavourful as I would like it to be

Samosas

Cannot review them this time because despite paying for them, they were left OUT of my order

Bacon and Cheese Manaeesh

Akin to a cheese quesadilla but made with a different bread and with the addition of bacon

A pleasant bite, simple combination

Stuffed Grape Leaves

Served cold Bite sized They have a nice tang

Service

I'm giving the service two stars because leaving out an item that was paid for is unacceptable. Takeout orders are stapled shut. So, unless you want to tear open your bag before leaving, verifying that your order is correct is not easy. To be fair, after having been here multiple times, this is the first occurrence.

The last time I visited, my order was not ready upon arrival at the stated time given in the online order confirmation. I waited at beyond the stated time. I was told the reason for the delay were the fries. While I waited for the fries, the rest of my order was in the bag getting cold. A cold shawarma wrap isn't the most appetizing.

Atmosphere

There's too much crammed into a small space - tables and chairs and order kiosks. When it gets busy (and seems to be so frequently) the small space is congested with nowhere to go for people who are picking up takeout orders, food delivery drivers, people who are ordering takeout on the spot, etc.

The App and Online Ordering System

To put it bluntly, they suck. They're good for placing and paying for orders but that's where it ends. The order status tool is useless. Several times I received the order is ready message after I had already left the restaurant and was on my way home. On a few occasions I recieved the order is ready message only to go inside and be told by staff that it wasn't. Today I didn't receive any message but proceeded to the restaurant anyways. I was told by staff that my order has been sitting for a while. I didn't review a your order is ready first nor last. Clearly this system in unreliable.

The app has a few interesting quirks like not being able to store your payment information and therefore having to enter it each and every time. I'd you're in the middle of placing an order on the app and happen to open another app in the meantime, when I return to the order, it's gone and I have to start from the beginning. Very frustrating.

Conclusion

This place started off well. However, if I experience another incident of not receiving what I ordered and paid for, I will immediately stop frequently...

Great food, but terrible experience! If you ever think of dropping by unplanned for a meal, forget about it. I heard great things about Shelby from my peers and decided to drop by for dinner on my way home. My order of 2 separate, single shawarmas took 30+ minutes, from the time I placed it on the tablet.

At the 30 minute mark, I asked the "expediter" if I missed my order being called as 30 mins have elapsed. I was told along the lines that it was coming soon and that orders take a minimum of 20 mins. Credit to the expediter - he was nice and cheerful, but this does not take away from the fact that I waited over half an hour for fast food. As someone who is in the hospitality/QSR industry, this sort of wait time is appalling. Even for a sit down restaurant, I would imagine receiving my apps/entrees within 30 mins.

Don't take my word (or pictures) for it, go and sort by the lowest reviews. You'll find a notable pattern of low reviews, relating to very long wait times. So unless you plan and order in advance, don't bother dropping by.

Food was definitely decent. Saj bread is a unique touch and all the ingredients were nice and fresh. However, the shawrma (or the container or however it was folded) was VERY greasy. It was leaking oil as I was eating it. Maybe it wasn't folded well, but the container does absolutely nothing. Ever wonder why they give you alcohol free wipes with your meal? This is why.

EDIT (As a response to the leadership team's message):

Appreciate the time you've taken to address my feedback. To clarify and paint an accurate picture - I was only informed that the wait time was a minimum of 20 minutes, after already waiting 30 minutes and speaking with the expediter. At no point before placing an order at the self-help POS, was I aware of the wait time. If I knew of the wait time, I would have considered alternative options instead.

I absolutely appreciate that the team was hustling and working non-stop. I also understand that there may have been a high number of orders. However, regardless of circumstance, none of this changes the factual slow speed of service. As a fellow individual in the hospitality industry, I would have welcomed this feedback to investigate areas of my business that I could improve upon - instead, I am being told to evaluate the business on a day with more favourable conditions (i.e. outside of lunch and dinner). In reality, sometimes we only get one chance to leave an impression.

It is also factual that many of the reviews with unfavourable feedback, specifically call out the wait time. Hopefully this constructive criticism can be received respectfully and help Shelby improve the experience for all guests...

A Culinary Oasis: Shelby's Shawarma Delivers on Legend Shelby's Shawarma, a name whispered with reverence amongst local food enthusiasts, recently graced my discerning palate. And, I must confess, the legend lives up to the reality. From the moment I stepped into the clean, brightly lit establishment, a sense of meticulous care permeated the air. This wasn't just a quick-service joint; it was a sanctuary of flavour. The highlight, without a doubt, was the wrap itself. Freshly made, pliable, and possessing a subtle warmth, it served as the perfect canvas for the explosion of flavours within. Shelby's demonstrates a clear understanding of the delicate balance required for a truly exceptional shawarma. The marinated meats, expertly grilled, were succulent and tender, boasting a complex tapestry of spices that danced on the tongue. The accompanying vegetables were crisp and vibrant, adding a refreshing counterpoint to the richness of the meat. Each ingredient, from the tangy pickles to the creamy garlic sauce, seemed carefully selected and harmoniously integrated. The flavor profiles were expertly layered, revealing a depth that surpassed typical shawarma offerings. Furthermore, the presentation and packaging were refreshingly neat and thoughtful. No messy spills or haphazardly wrapped parcels here. The shawarma was presented with a sense of pride, showcasing the vibrant colours and fresh ingredients. Even the packaging, designed for portability, ensured the meal arrived in pristine condition. Shelby's Shawarma transcends the ordinary. It's a testament to the power of fresh ingredients, meticulous preparation, and a genuine passion for flavour. This establishment has rightfully earned its legendary status, offering a culinary experience that is both satisfying and memorable. If you seek a shawarma that elevates the street food staple to an art form, Shelby's is an...